Document360 integration guide
How to keep Document360 up to date
Your Document360 knowledge base has review tools, but none of them notice when your product changes.
Keeping help centers accurate at
The short answer
- What Document360 offers
- The knowledge base portal has features like review reminders, the Workflow designer and the Feedback manager, which help your team find and approve article updates.
- Where it stops
- They run on due dates and on what readers report, so none of them can see the code that shows when a feature changed.
- Where Solo fits
- Solo compares your code changes with your articles, flags the ones a change made wrong, and drafts fixes that a person approves.
On this pageShort answer
Why it matters
Why an accurate knowledge base matters
Features change faster than anyone writes it down, and the team that owns the articles is often the last to hear. The cost lands in three places: customers can't self-serve, your AI answers go stale, and wrong articles show up in search.
Customers solve problems themselves
A reader who finds a step that no longer matches the screen stops trusting the knowledge base site and opens a ticket instead. Correct articles are what make that first visit the last one.
Eddy AI resolves more questions
Ask Eddy AI answers from your published articles and usually picks up changes within about 15 minutes, and the Eddy AI chatbot syncs article updates instantly. A wrong article reaches readers just as fast.
Your articles show up correctly in search
A public knowledge base site appears in search results, and AI answer engines can quote its articles. A wrong article gives readers the wrong answer before they ever reach your team.
Built-in tools
Document360 knowledge base maintenance tools you already have
Document360 has features built in for this, like review reminders, a Workflow designer and a Feedback manager. They run on due dates and on what readers report, and none of them can see that your product changed, so outdated content can snowball.
| Stage | Document360's features | Missing features |
|---|---|---|
| 01Know upcoming changes | Document360 doesn't track upcoming product changes, so word of a coming launch has to reach the team from outside, such as a product manager or an engineer. | Nothing in the knowledge base portal warns you that an article is about to go out of date. |
| 02Identify outdated articles | Article review reminders mark a published article Stale when its review due date arrives, and the Feedback manager collects reader votes with reasons like Inaccurate or irrelevant content. | Reminders follow the calendar and feedback follows readers who notice, so both depend on time and attention. Neither compares an article with the product. |
| 03Draft updated copy | The Eddy AI writer can generate text from a prompt and rewrite or shorten selected text in the editor, once it is turned on in AI settings. | It works from the text and prompt you give it, so the owner still has to find out what changed and what the new steps are. |
| 04Collaborate on updates | The Workflow designer lets admins add custom statuses between Draft and Published and auto-assign up to 20 users and groups to each, and assigned articles appear on the Tasks page. | The Workflow designer tracks who is reviewing an article, not what is wrong with it, so reviewers still have to work out what changed. |
| 05Publish changes | Published is the fixed last status in the Workflow designer, and a status can require a comment before an article moves into it. | Publishing is a manual step. Nothing updates an article when a feature goes live, so it changes on someone's schedule rather than your product's. |
Solo sits on top of these Document360 features and adds the one input they lack, the change in your code.
With Solo
Knowledge base management with Solo on top of Document360
Solo connects to your codebase, your feature flags and your Document360 articles. It finds the articles a change to your product made wrong and drafts the fix. Your team reviews each draft before anything goes live.
Help Center›Billing›Adding team membersThe Starter plan includes up to 10 seats. Contact sales to add more.
What Solo adds to Document360's built-in tools
| Stage | Document360 without Solo | Document360 with Solo |
|---|---|---|
| 01Know upcoming changes | Document360 doesn't track upcoming product changes, so word of a coming launch has to reach the team from outside, such as a product manager or an engineer. | Solo reads recent code changes and shows which articles they affect, so the team hears about a change from the code instead of from a message. |
| 02Identify outdated articles | Article review reminders mark a published article Stale when its review due date arrives, and the Feedback manager collects reader votes with reasons like Inaccurate or irrelevant content. | Solo compares each change to your product with your articles and flags the ones that are now wrong, with the reason, before a review date or a reader vote. |
| 03Draft updated copy | The Eddy AI writer can generate text from a prompt and rewrite or shorten selected text in the editor, once it is turned on in AI settings. | Solo drafts the corrected text from the product change, so editors start from a draft with context instead of a blank page. |
| 04Collaborate on updates | The Workflow designer lets admins add custom statuses between Draft and Published and auto-assign up to 20 users and groups to each, and assigned articles appear on the Tasks page. | Each draft reaches a reviewer with the product change behind it, so they approve a specific fix instead of hunting for the problem. |
| 05Publish changes | Published is the fixed last status in the Workflow designer, and a status can require a comment before an article moves into it. | Once your team approves a draft, Solo sends the update to the Document360 article, so the fix lands when your team signs off. |
Questions
Knowledge base best practices for Document360
These are the questions teams ask most when they start reviewing their articles.
How often should knowledge base articles be reviewed?
Document360's article review reminder works in days, so you can set a custom interval on one article or apply a rule across many. Pick the interval by how fast the feature behind each article changes, and review fast-moving areas sooner. A reminder only measures time, so a product that ships often needs a check against the product itself.
How do I run a knowledge base audit in Document360?
Start with the Stale articles from review reminders and the Feedback manager, where a No vote with the reason Inaccurate or irrelevant content shows which articles readers distrust. Then check the articles tied to features that changed since your last audit against the product itself. To save time, a tool like Solo can compare your Document360 articles with your code.
Can Eddy AI use outdated articles?
Ask Eddy AI answers from your published articles, and changes usually show up in its answers within about 15 minutes. That means it repeats what the articles say, right or wrong, so fixing the article is what fixes the answer. Solo can catch wrong articles before readers and Eddy AI reach them.
Does Document360 update articles when your product changes?
No. Review reminders, the Workflow designer and the Feedback manager run on dates, assignments and reader reports, not on your code, so none of them can tell when a screen or setting moved. Solo covers the product-change side by comparing your code changes with your articles.
Do I need to change my Document360 setup to use Solo?
No. Solo connects to Document360 with an API key and works alongside your existing articles, categories and workflow. Your team still approves every draft, and an approved change is published to the Document360 article.
Related guides
Also works with
If you maintain more than one platform, these guides cover the same ground.
Further reading on help center drift
Why Help Center Content Goes Stale After a Product Launch
Why help center content goes stale after a product launch, what breaks behind the scenes, and how support teams can catch the drift before customers do.
6 min read
When to Update Help Center Articles: A Practical Threshold
A calendar-based review cadence misses most drift. Here's a practical threshold for when a help center article actually needs updating, and why it matters.
7 min read
Self-Updating Help Center: How It Actually Works
A self-updating help center catches product changes before customers do. Here's what "automatic" really means, and what still needs a human.
4 min read
Keep your Document360 articles matching your product
See how Solo checks your Document360 knowledge base against your code and drafts the fixes your team approves.